Corsential, a provider of full-service Customer Experience Management (CEM) solutions, is pleased to announce that it has partnered with Clarabridge, Inc., the leading provider of CEM powered through sentiment and text analytics. The Clarabridge partnership provides Corsential’s clients new options and tools to collect, cleanse, classify, understand, and operationalize actionable customer feedback themes from unstructured text information – such as survey feedback, social media posts, and customer complaints.
Identifying actionable insights from unstructured feedback and social media continues to become increasingly important and the Clarabridge solution helps further advance Corsential’s CEM service offering. Through the use of Clarabridge’s leading analysis capabilities, sentiment insight and scoring, multi-source social media data capture, and analytics and visual dashboards, Corsential will improve their client’s ability to extract actionable insights from large data sets and connect those insights to higher profits, increased market share, better products, and superior customer loyalty.
The Clarabridge sentiment and text analytics solution will be integrated into Corsential standardized CEM offerings in mid-2013. The additional capabilities will allow clients to monitor what’s being said in real time across a wide range of social media outlets including blogs, Twitter, Facebook, and other online media sources.
“Our goal is to provide actionable insights and drive more effective decision making through our Customer Experience Management solutions,” says Steve Busby, CEO of Greenwich Associates, Corsential’s parent company. “We still see too much emphasis on the data collection and reporting components of CEM, which is needed, but the real ROI comes from decision making that ultimately increases shareholder value. Our partnership with Clarabridge provides best-in-class customer experience sentiment and text analytics and social media monitoring for our clients who value proactivity and actionability.”
“We are excited about our partnership with Corsential and the potential to add value in Corsential’s delivery of customer experience solutions in the financial services industry,” said Sid Banerjee, CEO of Clarabridge. “We’re excited about the opportunity to grow our partnership community and help companies leverage Clarabridge’s capabilities to offer more comprehensive Voice of Customer solutions.”